Service Level Agreement

  1. General
    1.1 With this ‘Service Level Agreement’ (SLA), Kanban Ease establishes its obligations towards its subscribers with regard to the availability and accessibility of its Kanban Ease service. This SLA is an integral part of all agreements between Kanban Ease and its customer regarding the service below.
    1.2 The SLA has been drawn up to improve and control the quality of Kanban Ease’s services. The SLA only applies to individuals and companies that are authorized by SkillSource to use the services provided by Kanban Ease.
  2. Services
    2.1 The SLA relates to the following services: making available and granting access to its website www.KanbanEase.com.
  3. Response times
    3.1 Kanban Ease guarantees an average response time of up to 50 ms.
  4. Availability
    4.1 The availability of Kanban Ease is continuously monitored by its own monitoring tools and by Mantix BV (mantix.nl). As soon as a malfunction occurs that makes Kanban Ease unavailable, an alarm message is immediately sent to our tech team. Our servers are stationed in data centers in Amsterdam, and Amstelveen where all necessary facilities (electricity, internet access, etc.) are provided at least in duplicate. Our host guarantees an accessibility of 99.9%.
  5. Security
    5.1 Physical access security: only pre-authorized DCG employees are given access to the servers.
    5.2 Data encryption: all data sent over the Internet from our server to your PC and back is encrypted via the international standard SSL.
    5.3 Each user receives a unique username and associated password with which they can access the data. Optionally, this security can be made secure using a code mailout.
    5.4 Every night, a complete backup of all data is made and immediately distributed over two geographically separated servers.
    5.5 We have made an arrangement with our hosting provider whereby we can guarantee a 12-month warranty. If Kanban Ease is somehow unable to meet its payment obligations, the hosting provider can offset the costs against the deposit paid to the provider. This means that Kanban Ease will always remain available for at least 12 months.
  6. Owner
    6.1 The website www.KanbanEase.com as well as the Kanban Ease software are fully owned by SkillSource. SkillSource therefore bears the risk of the destruction or deterioration of all hardware and software owned by SkillSource. This does not apply in the event of destruction or deterioration as a result of intent or careless use by third parties.
  7. Liability
    7.1 Kanban Ease is not liable for damage, unless the damage is caused by gross negligence or negligence on the part of e-Boekhouden. In particular, but not exclusively, Kanban Ease is not liable for damage resulting from malfunctions in its systems that are caused by factors beyond Kanban Ease’s reasonable control.
  8. Changes
    8.1 Kanban Ease has the option to change the conditions of the services offered. Kanban Ease will always notify the subscriber of this at least one month in advance.
  9. Entrance and duration
    9.1 The effective date and end date of this SLA run completely parallel to that of the agreement.